Customer Success Manager

Job Role

A strategic, client-facing role responsible for growing existing accounts (farming), ensuring delivery success, supporting Statement of Work creation, and formally closing customer projects with measurable outcomes

Account farming & revenue growth

· Identify and pursue upsell and cross-sell opportunities within existing accounts to grow revenue

· Conduct regular business reviews to surface new needs aligned to client goals

· Maintain a healthy account expansion pipeline in CRM; track whitespace and expansion signals

· Collaborate with sales and pre-sales teams to develop account growth strategies

Business reviews & customer engagement

· Plan and facilitate structured business reviews on agreed cadences — weekly check-ins, monthly service reviews, and quarterly business reviews (QBRs)

· Lead QBR conversations at senior stakeholder level, presenting value delivered and aligning on next-quarter priorities

· Use monthly reviews to track progress against the customer success plan and surface early warning signs

Project closure & handover

· Lead formal project closure activities including client sign-off, deliverable acceptance, and lessons learned

· Conduct closure meetings to confirm all SOW obligations have been met and document outcomes

· Gather end-of-project CSAT/NPS feedback and share insights with delivery and leadership teams

· Identify next engagement opportunities at closure — renewals, follow-on projects, or expanded scope

· Ensure smooth transition to BAU support or managed services post-project

Statement of work (SOW) support

· Partner with delivery and pre-sales teams to define scope, deliverables, timelines, and commercials for new SOWs

· Review SOWs with clients to ensure alignment, manage expectations, and gain sign-off

· Track SOW amendments and change orders; flag scope creep and commercial risks early

Relationship management

· Serve as primary point of contact for assigned accounts throughout the lifecycle

· Proactively manage risks and escalations before they impact delivery or satisfaction

· Onboard new clients and guide them through initial service adoption

Reporting & governance

· Prepare and present account health reports for internal stakeholders

· Maintain accurate and up-to-date account records in CRM at all times

· Collaborate with delivery, operations, and finance on account governance

· Contribute to team-level reporting on portfolio health and expansion pipeline

Experience

·5+ years in customer success, account management, or IT delivery roles

· Proven track record of growing accounts through farming in an IT services environment

· Experience facilitating QBRs and senior business reviews with measurable outcomes

· Hands-on experience writing or co-authoring Statements of Work

· Experience formally closing IT projects and managing client acceptance

Skills

· Strong commercial acumen and understanding of IT services contracts

· Excellent communication, facilitation, and senior stakeholder management

· Ability to translate technical delivery into business value for clients

· Proficiency in CRM tools (Salesforce, HubSpot)

· Organised, structured, and comfortable managing multiple accounts simultaneously

Key Metrics

· Customer retention rate (Renewal Rate)

· Net Revenue Retention (NRR)

· Customer satisfaction (NPS/CSAT)

· Product/service adoption rates

· QBR Completion rate